Customer Service Coach

  • Ref:3118
  • Date Published:2017-02-17
  • Consultant:Oliver Woolnough
  • Type:Permanent
  • Category:Customer Services
  • Location:City
  • Salary:up to £30,000 + Superb benefits

An exceptionally well respected and progressive Professional Membership Body is recruiting for a Customer Service Coach to join the team in London.


Up to £30k + Superb benefits


We are looking for someone with a genuine passion for customer service, training & coaching. You will get to work with amazing people in a highly positive and engaging environment.


Ensuring the effective training/coaching of new and existing first line support staff so that all customer enquiries are dealt with within defined SLAs and all processes are adhered to.

Undertaking regular audits to ensure the achievement of customer service excellence and to identify any performance gaps

Providing robust and timely feedback on all quality matters to individual team members and create personal development plans and ongoing coaching support on a 121 basis

Analysing and sharing insight with the management team so as to understand recurring issues and opportunities for improvement

Create effective training plans and operating standards that ensure the achievement of Customer Service aims and objectives, including the development of a training needs analysis.

Responsible for undertaking the training/coaching for new and existing first line support staff, designing and producing specific content modules and process training and ensure the delivery of this training in a timely manner.

Create and regularly update a skills matrix, identifying any coverage issues.

Undertake regular audits to ensure ongoing service excellence and value to customers where quality is critical, identifying individual strengths and areas for improvement in performance.

Provide regular feedback to Advisors and create personal development plans to manage the outcome of the audit process.

Proactively identify processes that can be streamlined and developed, undertaking audits to ensure that standard processes are being followed and making recommendations for changes to the Customer Support Managers.

Work collaboratively with the Customer Support Managers to understand ongoing programme of change and to proactively identify areas where new or revised training needs are required.

Analyse and share insight with the Customer Services management team so as to understand recurring issues and opportunities for improvement and to demonstrate the effectiveness of the training delivery.

Ensure all appropriate process manuals are accurate and up to date and consider potential for efficiencies on an ongoing basis.

Assist the Customer Support Managers in the preparation and monitoring of the Customer Support team budget.